People & Culture

Keep your finger on the pulse of staff performance

by Business Value

Happy staff makes for happy customers

It’s no secret that great customer experience is a direct outcome of employee engagement. When you support the wellbeing of your staff and invest enough time and effort into cultivating their skills, you’ll be able to see the results in your sales reports.

Not to mention, replacing employees due to high agent churn is a time-consuming and expensive process. When you provide a positive working environment with the opportunity for growth and development, you’ll be able to reap the benefits of increased staff retention – and save the money you’d otherwise be spending on hiring each year.

While all agents undergo similar training in an organization, not all retain knowledge at the same pace. EVS allows you to take control of your agent performance by quickly revealing which representatives require additional training, letting managers know which areas need improvement and identifying best practices from your highest performing agents.

As a result, you can create targeted training programs that boost your agents’ confidence, improve their skills, reduce churn and directly affect the level of customer service provided.

Work with your agents for better outcomes

As our technology splits conversations into separate channels for each speaker, it can accurately assess the emotional state of both participants in the interaction. What’s more, ongoing monitoring can unveil mood patterns for individual agents, allowing managers to intervene when they’re experiencing strong negative emotions – limiting their frustration and reducing churn.

Turn conversations into understanding

At the moment, enterprises base their customer experience efforts on partial information, often biased by subjective opinions. Conversation analytics means taking customer feedback from 10% to 100% without ever conducting a survey. All the information you need will be right there at your fingertips.